Job Description

The Major Incident Manager is responsible for the efficient resolution of major incidents that affect business-critical IT services. This role involves managing the end-to-end incident response process, coordinating across cross-functional technical teams, and ensuring timely and effective communication with stakeholders to minimize business impact.

Required Qualifications:

• Bachelors degree in Information Technology, Computer Science, or a related field.

• Minimum 8 years of experience in large-scale industries managing Digital Networks, Security, and Infrastructure in production environments.

• At least 5 years of hands-on experience in Major Incident Management and advanced monitoring

• Relevant certifications including:

  • ITIL Master Certification

  • ServiceNow Certification

  • Business Communication Professional Certification

• In-depth knowledge of ITIL incident management processes and industry best practices.

• Proficiency in ITSM platforms, especially ServiceNow

Key Skills and Expertise:

• Proven expertise in major incident handling and real-time coordination.

• Strong analytical thinking and effective problem-solving capabilities.

• Excellent verbal and written communication skills; ability to engage stakeholders at all levels.

• Calm under pressure, with the ability to manage high-stress and time-sensitive situations.

• Highly organized, with excellent multitasking and prioritization skills.

• Practical experience with monitoring and event management tools such as:

  • SolarWinds

  • Dynatrace

• Skilled in triaging and identifying root causes using monitoring tools.

• Solid background in Digital & Cybersecurity application/infrastructure monitoring

• Familiarity with cloud monitoring tools and technologies

• Strong knowledge of network protocols and administration

• Good understanding of digital and cybersecurity service management processes